Optometrics, PC

Complaint: [redacted] I am rejecting this response because:Whoever wrote this response is lyingI never said that the cost of postage would be less than the cost of coming to EspanolaI did request that the glasses be shipped to Taos as traveling to Espanola would create a financial hardshipBut I was never informed that additional charges would be expected for the shippingI was never told to expect any further charges what-so-everWhen I called to complain, they said they have never told anyone of the need for additional charges because it's never been a problemBut now they are saying it was my choiceThat is simply not trueIf they had a shred of decency they would refund the $I have a hard time believing that they can't afford itI, on the other hand, truly cannot afford itI receive $a month from my SSI so $is a whole lot to me and my daughtersI don't understand why they won't just do the right thing instead of just saying no because they were offended by me being upset over it Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

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*** *** ***December 5, 2016In response to your letter of Complaint with ID it ***This letter is in response to the above referenced complaint is an attempt to clarify our position in regards to the cost of postage incurred by
the patient or her father.While it is true that the customer presented at our office for a comprehensive eye examination and complete pair of glasses to be covered at no cost as State Aided Insurance was used for his daughter, the extra costs of shipping the glasses to the patient were not covered by the State AideGlasses are always shipped to the doctor's office first to guarantee quality of the order.During the examination process the patient and her farther were informed of the doctor's findings and the benefits of eyeglasses to improve her visionThey were further informed of the lack of cost to them for the examination and the glassesThe father complained of the hardship of having to travel to Espanola from Taos to get these services on a fixed incomeHe requested that the glasses be shipped to them in Taos rather than returning to pick them up and be fitted with the glasses as it would be cheaper to pay postage than to pay for gas and presumed wear and tear on his vehicleAll glasses are shipped from manufacturer to doctor in insure that all glasses meet quality standards and the doctor's specificationsThe glasses could not be shipped directly to the customer for liability reasonsThe postage was not out of line for shipping, but the addition of handling to the costs to deliver to a PO Box made it moreHe was informed of the undetermined cost of shipping to the order at the time he requested the shipping.We are sorry for any stress that this may have causedThe state,covered all thecost of the examination and material cost of the glassesThere would have been no cost if they had returned to pick them upWe have no control over US Postage costs for shipping and handlingWe did tell them that the postage would not be coveredWe do not feel we are responsible for these costs as they were requested by the father of the patient.Sincerely,Y A M*** OD

Complaint: [redacted]
I am rejecting this response because:Whoever wrote this response is lying. I never said that the cost of postage would be less than the cost of coming to Espanola. I did request that the glasses be shipped to Taos as traveling to Espanola would create a financial hardship. But I was never informed that additional charges would be expected for the shipping. I was never told to expect any further charges what-so-ever. When I called to complain, they said they have never told anyone of the need for additional charges because it's never been a problem. But now they are saying it was my choice. That is simply not true. If they had a shred of decency they would refund the $11. I have a hard time believing that they can't afford it. I, on the other hand, truly cannot afford it. I receive $783 a month from my SSI so $11 is a whole lot to me and my 2 daughters. I don't understand why they won't just do the right thing instead of just saying no because they were offended by me being upset over it.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]